Skiers allegedly told to complain to ABTA about lack of snow

By Lisa James
06/01/2023
Home » Skiers allegedly told to complain to ABTA about lack of snow

Skiers have complained after Crystal Ski told them their holidays were still going ahead, despite a shortage of snow.

And, according to reports, the operator has advised customers to complain to ABTA if they are not happy.

People flying out today to the Bulgarian resort of Borovets, where only four pistes are open, had hoped to be offered an alternative date, the Telegraph reports.

However, as at least one ski lift is running at Borovets, Crystal Ski’s ‘snow promise’ does not apply.

The snow promise says the operator will try to do its best to arrange alternative skiing if the destination resort is entirely closed.

The Telegraph said: “At the moment, the only pistes open are two beginners’ green runs, one medium blue and the ski school area, meaning there are no intermediate red nor difficult black runs available at all.

“Customers have been told if they intend to cancel or amend their booking, they will not receive a refund.”

One customer, George Gilfoyle, told Crystal Ski: “You are sending us to a resort with 3.5 km out of 58 km of runs open. Surely allow us to change our holiday to another time/destination.”

He told the Telegraph: “We are being forced to go to a resort with no snow.”

Another customer, James Weston, said he was told by customer services earlier this week that the trip was unlikely to go ahead.

The Telegraph has seen an email to people booked on the Borovets trip, which says: “You may have noticed that snow conditions in Borovets are not as good as we’d all like at this time of year”.

“Whilst we know it’s disappointing that the ski area will not be fully open, our standard terms and conditions apply for amendments and cancellations.”

The resort delayed opening at the beginning of winter because of an absence of snow and Crystal Ski customers who were due to travel at the end of December were offered fee-free amendments as hardly any slopes, except the beginner’s area, were open.

A spokesperson for Crystal Ski Holidays said: “We’re aware that resorts in Bulgaria aren’t seeing the snow conditions we’d expect at this time of year.

“Both our teams on the ground and our suppliers have been closely monitoring the situation over the last few weeks to ensure our customers are updated as quickly as possible if the weather is going to impact their trip. Any customers impacted have been communicated with directly by the Crystal Ski Holidays team.

“For customers travelling to Bulgarian resorts this weekend, ski trips will be going ahead as planned as the weather is set to improve over the coming days, with snow forecast during the week and temperatures expected to drop which would allow the use of artificial snow making facilities.”

The Telegraph adds that Crystal Ski has advised customers who are unhappy to raise a case with ABTA.

Crystal told Travel Gossip it is not actively pushing customers to ABTA but if any customer would like additional advice and support, it is telling them to contact the association.

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